Marcel-Pierre Samuels Email & Phone Number

Toronto, On, Ca

Markham, Ontario, Canada

• Serve as the highest point of contact in the escalation process (Works all complex Critical and High Tickets)•Provide Support for multiple applications within Quadient (YayPay and ICA Hub)•Administer Single Sign On and MFA using multiple service providers (Microsoft EntraID, OKTA, Google Workspace, OnePoint)• Create and communicate with Engineering team using JIRA• Manage Salesforce ticket triage, ensuring timely responses and solutions within SLAs• Create Troubleshooting Documentation on the product and methodologies using Confluence• Design and Implement new technical processes• Provide Training to all New Hires in the Department and Cross Train Other Departments within Quadient• Handle Management Process and Lead Team meetings• Provided prompt troubleshooting across diverse environments (Mac, Windows, Linux, AWS, Azure), ensuring swift issue resolution

Markham, Ontario, Canada

• Reproduce customer environments in local VMs to test product issues • Provide Support for multiple applications within Quadient (ICA Hub, Inspire Designer, Automation, Scaler, Interactive)• Perform troubleshooting in customer environments (Mac, Windows, Linux, AWS, Azure) • Create custom scripts and workflows based on client use cases • Debug network and performance issues within the product • Analyze product logs to diagnose issues within customer environments • Perform detailed documentation of the issue and resolution steps • Create and update documentation within the Product Wiki Page • Perform Ticket triage for NORAM Region and assign all cases received into the NORAM queue • Respond to all client inquiries and Provide Resolutions within SLA • Provide B2B consultations • Manage, maintain and provide the latest installers and product hotfixes for all clients • Create new feature requests to better the product upon customer request • Manage customer access the company website • Provide Account Management and Administration for all Quadient CXM and ICA clients

Toronto, Ontario, Canada

• Manage real time Analytics, Reporting • Provide suggestion for Process Improvement• Manage Administration for Agents• Deal with HR related issues• Perform Coaching and Meetings for multiple teams• Manage agent scheduling issue• Manage Service Level each Technical line of Business• Provide opportunities for Career development when coaching 1 on 1

Toronto, Ontario, Canada

Leadership Enhancement and Development Program to develop new and upcoming Team Managers

• Collaborate with multiple Departments (TTM, OSTC, OOP, OFE, Dispatch, Call Creations) to resolve Technical Issues related to Rogers Systems and Products (Legacy Home phone, Legacy Highspeed, Smart home Monitoring, All Ignite Products)• Activate / Deactivate the IVR as well as provide voice recordings for the Queue• Handle mass Emails and Communication for Technical Departments (Tech ops)• Engaged in Office of the President / VIP client Technical issues and assignments• Handle and Resolve Technical Management Escalated Cases quickly and efficiently• Constantly engage in email trails in order to resolve escalated Cases/Office of the President cases• Fix DHCP, DNS and other SOHO Network issues within customer and VIP Networks• Escalate and resolve ticketed cases• Constant monitoring in Rogers Systems to prevent and fix any potential issues in Client and VIP networks• Provide tips and coach backs to agents when necessary• Provide Assistant and Managerial Support for Tier 1 Front-line Technical and Care agents when calling into Tier 2 and requesting for Technical assistance• Multi-trained in all Rogers services and System/Network diagnostic tools

Toronto, Canada Area

• Handle and Resolve Technical Cases • Trained a New Hire Class of 36 individuals on the Technical Support and Troubleshooting practices at Rogers as well as answered any questions and concerns they may have

Toronto, Canada Area

• Designed and programmed current Valx website in HTML5 and SCSS https://valx.ca/• Currently undergoing a new design using React and creating a React-Native App• Fixed bugs and planned future functionality• Utilizes GitHub and Gitlab to record and plan issues as well as set deadlines• Planning for a future mobile app in React Native• Advertised Startup

Montreal, Canada Area

• Experienced querying with Postgres in a professional environment • Fixed bugs within the company’s software (Paragon)• Learned the use and functionality of the Amazon API• Took part in the building of a functional Integration between Paragon and Amazon API

Toronto, Canada Area

• Diagnosed hardware and software issues with Laptops, Desktops and tablets• Provided customer service• Imaged Desktops and Laptops• Replaced Hard Drives • Upgraded Software for Windows and MacOS• Repaired Desktops and Laptops• Setup Desktops and Laptops• Install and Setup various software (Microsoft Office, Outlook, etc)• Troubleshoot Hardware and Software• Listened to customers and matched their requirements to supported products

Toronto, Canada Area

Toronto, Canada

• Learned Bell mobile products and plans• Provided customer service• Setup and Repair mobile devices and laptops• Sold mobility, home phone, and TV packages• Sold mobile devices and other electronic equipment• Managed and organized store stock• Listened to customers and matched their requirements to supported products

Bachelor Of Science - Bs, Computer Science

Minor, Geography